Resources

Unlock What's Next.

No fluff—just bold ideas, proven strategies, and
sharp insights to turn customer experience into
your biggest advantage.

Report

How much empathy do you really need? And what role should AI play?

Get the report

Strategy Guide

5 tips to ensure your contact center clicks

Get the guide

Checklist

3 ways to outsmart an unpredictable economy with superior CX

Get the checklist

Newsletter

Get the insights you need to lead in customer experience – delivered straight to your inbox.

Filter by

September 1, 2012 Customer Strategist

Customer Focus Sits at the Forefront in Financial Services

Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients.
Financial Technology
September 1, 2012 Customer Strategist

A CFO’s Point of View on the Customer Experience

For customer centricity to take effect, companies must tie financial performance to how well they’re delivering on the customer experience.
September 1, 2012 Customer Strategist

Connecting Strands of DNA for Customer Growth

Companies may want to enact customer-focused change, but success requires a holistic approach that connects all three components of customer-centric DNA.
Communications
September 1, 2012 Customer Strategist

SunTrust Learns Why Customers Behave the Way They Do

The bank uses customer data and predictive analytics to be more relevant to customers and prospects, leading to improved satisfaction, revenue, and loyalty.
Retail Banking
September 1, 2012 Customer Strategist

Nissan Drives Customers Away From Price Focus

The automaker’s focus on exceptional customer experience helps to differentiate the company in a heavily price-focused industry.
Automotive
September 1, 2012 Customer Strategist

Putting Customer Centricity at the Heart of Healthcare

As customers become more involved in choosing and paying for health insurance and other health-related products and services, the healthcare industry is under increased pressure to become customer-focused.
Healthcare
September 1, 2012 Customer Strategist

Philadelphia Insurance Companies Lends Customers an Ear to Improve Customer Centricity

Through an ambitious voice of the customer initiative, the insurance provider uses feedback to improve its products, services, and customer relationships
Healthcare
September 1, 2012 Customer Strategist

Customer Centricity vs Customer Experience

But while the terms “customer centricity” and “customer experience” are often treated nearly as synonyms, these two terms are quite different.

what we do
services
industries
resources
company
contact us